Customer Satisfaction Performance Measures The following are possible performance measures of customer satisfaction:

1. Purchase cost to customer 2. Customer defection rate 3. Returns by customers 4. Number of new customers 5. Time to complete contract 6. Percent of total units sold 7. Customer survey response 8. Costs to recruit customers Identify which of these measures are most likely to be considered leading measures and which are outcome performance measures. Also, if they are leading performance measures, identify whether they relate to cost, quality, or time. If they are outcome performance measures, identify whether they relate to customer retention, customer acquisition, or market share.